Customer Service Guide (Public Benefits Specialist, Entry)

State of Oregon; Medford, Northern (OR, KY); Hybrid; USD 46,000 - 59,000; Full time

Benefits offered by this job

ODHS Employee Resource Groups

Cost of Living Adjustments

Annual salary increases

Public Service Loan Forgiveness (PSLF)

Job summary

The State of Oregon’s Department of Human Services in Medford is seeking a Customer Service Guide (Public Benefits Specialist, Entry) to provide front-desk support, handle calls, process mail, and guide clients to the correct services. You will review materials for completeness and document interactions in agency systems.

Preference for bilingual Spanish-English; candidates with strong communication and analytical skills will excel in collaborative, community-facing work, Monday–Friday, 8am–5pm

Qualifications

• Two years of experience in a reception area or call center with high-volume work (data entry, verifying applications, processing documents).
• OR an associate degree plus six months of relevant experience in busy reception or call center.
• Equivalent combination of education, training, and experience may apply.

Responsibilities

• Provide front desk support, answer calls, and direct clients to services.
• Distribute mail, manage transfers, and handle emails.
• Schedule appointments and issue electronic benefits like EBT cards and checks.
• Review applications and documentation for completeness and accuracy.
• Document interactions in ONE and TRACS systems.
• Create a welcoming, accessible environment for the public.

Skills

Active listening

Verbal communication

Written communication

Customer service

Coordination

Adaptability

Bilingual Spanish

Education

Associate degree in Behavioral or Social Science

Job description

## Customer Service Guide (Public Benefits Specialist, Entry)Apply: Medford | DHS | Market Street: Full time: Posted Today: REQ-208044**Initial Posting Date:**10/12/2026**Application Deadline:**10/20/2026**Agency:**Department of Human Services**Salary Range:**$3,798 - $4,954**Position Type:**Employee**Position Title:**Customer Service Guide (Public Benefits Specialist, Entry)**Job Description:****The** **Oregon Department of Human Services** **is proud to be an Equal Opportunity Employer.** We are guided by our Equity North Star and our vision for a positive RiSE organizational culture that advances equity and diversity. We encourage applications from members of historically underrepresented racial/ethnic groups, women, individuals with disabilities, veterans, LGBTQIA2S+ community members, and others to help us achieve our vision of a diverse and inclusive community. **Can you communicate in both English and Spanish?** Bilingual skills strengthen our service to diverse communities. This skill is not required, but candidates who have it will receive preference. **Opportunity awaits!**Join our team as a **Benefits Support Staff (Public Benefit Specialist, Entry)**, where you'll play a pivotal role in providing exceptional office support and creating a welcoming environment for our clients. **Summary of Duties**As a **Customer Service Guide**, you will:* Provide front desk help, answering phone calls, and guiding clients to the right services.* Distribute mail, handle case transfers, and manage emails.* Schedule appointments and issue financial negotiables like Electronic Benefits Transfer (EBT) cards and checks.* Review all applications, paperwork, and documentation submitted in person or electronically for completeness and accuracy.* Document all interactions and records through the ONE and TRACS system.* Create a welcoming environment for the public through various forms of communication.* Maintain an organized and clean work area, ensuring efficient lobby flow and customer service.* Use various computer systems and databases to manage information for the agency and clients. **Minimum Qualifications**A valid driver’s license and acceptable driving record are required for this position.* Two years of experience working in a reception area or call center either interviewing to obtain information or providing customer service. This experience must have involved a high volume of work (e.g., data entry, assuring information on applications is complete and accurate, completing necessary documents, etc.); **OR*** An associate degree in a Behavioral Science, Social Science or a closely related field **AND** six months of experience working in a busy reception area or call center either interviewing to obtain information or providing customer service; **OR*** An equivalent combination of education, training, and experience relative to the class concept. **Essential Attributes**We are looking for candidates with:* Experience listening to others to understand needs, concerns, and perspectives.* Experience sharing information clearly both verbally and in writing.* Experience working with others to plan, coordinate, or complete tasks.* Experience supporting customers or stakeholders by responding to questions and resolving issues.* Experience analyzing information to find patterns, issues, or solutions.* Experience recognizing and responding to others’ cues and emotions in daily interactions.* Experience adjusting work practices or priorities in response to new information or changing conditions. **Preference will be given to candidates that are bilingual in Spanish and English.** **Working Conditions*** Duties for this role will be performed in the local office.* Occasional travel is needed within the community to support work in other offices as needed.* The work schedule is **Monday to Friday, 8 am to 5 pm PT.*** You may interact with individuals experiencing trauma or emotional distress, and there may be times when individuals have difficulty managing their emotional responses.* You may meet situations requiring quick decision‐making to ensure your safety or the safety of others. **Attention all candidates! Clearly describe how you meet the minimum qualifications and essential attributes in your application materials.** Your application materials will determine if you are selected to move forward in the selection process. Please include detailed work and education history.* **Your application materials are used to determine your starting salary range.** Please ensure that all education and experience you would like considered are included in your application materials. **Note:** Your resume and cover letter may be uploaded in the Resume/CV field on the online application. You can attach multiple files in this area at once.* **The State of Oregon does not request or require your age, date of birth, attendance or graduation dates from an educational institution during the application process.** If you are selected as the final candidate and a degree is listed as a minimum qualification for the position, please be prepared to provide verification of your completed education before moving forward in the hiring process.* **Artificial Intelligence (AI) Usage:** The use of outside resources such as Artificial Intelligence software during applicant skill assessments, examinations, and/or interviews is prohibited unless otherwise stated by the hiring agency. Unauthorized use of outside resources during the hiring process will result in disqualification. **Background Checks and Requirements*** If selected as a finalist, we will conduct a criminal history and background check. Adverse criminal history or background check may lead to disqualification. Additional background check information.* The Oregon Department of Human Services does not offer visa sponsorship. Within three days of hire, you will be required to complete the US Department of Homeland Security’s I-9 form confirming authorization to work in the United States. ODHS will use E-Verify to confirm that you are authorized to work in the United States. **Benefits*** ODHS Employee Resource Group communities that promote shared learning.* Cost of Living Adjustments.* Annual salary increases (until you reach the top of the listed salary range).* Amazing benefits package.* Possible eligibility for the Public Service Loan Forgiveness Program. **Employment Preference****Veterans’ and Oregon National Guard preference:**Eligible Veterans and Oregon National Guard servicemembers (current and former) who meet the qualifications of the position will be awarded candidate preference. For more information, please visit Veterans Resources. **General Information*** This is a permanent, full-time position and is represented by the Service Employees International Union (SEIU).* This recruitment may be used to fill future vacancies in the same classification. **Contact Information**Please contact the recruiter for accommodation requests under the Americans with Disabilities Act (ADA), and application or Job-specific questions.Please include the job requisition number: **REQ-208044**.* **Recruiter:** Amanda Alvarado.* **Email:** [e-mail]* **Phone (call or text):** 541-709-8695.